Abstract:
This research aimed at knowing the impact of quality of health services on customer satisfaction. The problem of the study is represented in the assumption that the total quality assurance management has become under the level of ambitions at wide range of many productive and service, sectors in general, and public and private hospitals, in particular, . This could be attributed to the non-awareness’ of health cadre of the culture of quality, the matter which shall have adverse impacts on customer satisfaction.
The hypotheses of the study are based on the following : The awareness of the staff of hospitals of the importance of application of the total quality management principles helps gaining new clients, also , there is some demographic changes which can help rendering exceptional health services by hospitals. Moreover, the compliance of the top management of hospitals with the total quality management systems leads to improving the image of clients. The study adopted the historical, analytical descriptive and the case study methodologies.
The study reached many results of which most important are as follows : It was generally obvious that the adoption of the scientific method in measuring the indicators of total quality improvement at the hospital covered by the study was low . Also, interviewees revealed their lack of a unified quality culture. The study has concluded a number of recommendations as follows: The top management at the Ministry of Health should set up a scientific and well planned advanced information system to provide all health institutions with data . Also , it should exert more efforts for establishing an articulated and patient-oriented mechanism with clear features that could focus on patients and recognize their needs and intentions in a planned and studied way by adopting scientific methods in achieving the same .
